Telco Tech Support Specialist

Symbio; Traralgon; On-site; AUD 75,000 - 105,000; Full time

Benefits offered by this job

26 weeks parental leave

Internet discount

Mobile discount

Flexible working arrangements

Employee Assistance Program (EAP)

Staff recognition program

Training & growth opportunities

Company merch allowance

Job summary

Aussie Broadband is hiring an Assurance Technical Support Officer to deliver frontline diagnostics and classify and resolve faults across voice and network services. You’ll provide a calm, confident support experience, working independently and with colleagues to meet SLAs.

This permanent, full-time role offers inclusive culture, strong training, and opportunities to learn evolving technologies, backed by employee benefits and a commitment to work‑life balance.

Qualifications

• Strong organisation and time-management skills.
• Knowledge of telco technologies ( Hosted PABX, MPLS, Cisco, FortiGate ).
• Clear and confident communication skills.
• Ability to troubleshoot using the OSI model.
• A proactive approach to problem-solving and leadership.
• Confidence working independently and collaboratively.
• Willingness to learn quickly and adapt to new technologies.
• Tech-curious customer mindset - Loves to help people and not afraid to dive into the tech behind the scenes.

Responsibilities

• Deliver frontline diagnostics, classification, and issue resolution.
• Meet customer service standards and call-handling targets.
• Respond to technical support requests via phone and digital channels.
• Identify customer needs through effective questioning and product analysis.
• Troubleshoot and resolve service issues in line with SLAs.
• Investigate faults using internal and external resources.
• Work collaboratively with teams across the business.
• Support field staff with fault resolution and installation queries.

Skills

Frontline diagnostics

Customer service

Telco technologies knowledge

OSI model troubleshooting

Problem-solving

Independent & collaborative work

Quick learning

Tech-curious mindset

Tools

Hosted PABX

MPLS

Cisco

FortiGate

Job description

Aussie Broadband is hiring an Assurance Technical Support Officer to deliver frontline diagnostics and classify and resolve faults across voice and network services. You’ll provide a calm, confident support experience, working independently and with colleagues to meet SLAs.

This permanent, full-time role offers inclusive culture, strong training, and opportunities to learn evolving technologies, backed by employee benefits and a commitment to work‑life balance.